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For this being a debate for a particular utility, the only real question I have is: would the transparency hurt customer satisfaction? Probably not. And if the answer is yes, then that's probably more an underlying issue with the rate structure than the fact that they're being transparent about it..
Thought provoking article Rob. What strikes me is that utilities can help in many ways but it is a well thought out combination that will help customers the most in these difficult times. What do I mean by this? Disconnections - curtailing disconnections will help customers unable to pay their bills from losing their service in these difficult times.
Great post Rob, thanks for sharing. I agree with James as well. Utilities/regulators are doing a great job, as always, taking care of their customers in the face of adversity and challenges with payment for service. I believe utilities are doing all they can with the technologies and resources they have in place today (curtailing disconnections for non-pay and payment arrangements). ...